Work Log Details Report
We use the Tasks/Work Log details section in requests to track technician time. Is there a report I can run to get the description of those work log details? Say by category or sub category, to see what the technicians are entering in there.
Export software by manufacturer and version
how do I
SD Windows Agent
We have recently intergraded DC with SDP. All our workstations have the DC Agent installed. We are wondering if we also need to install the SD Windows Agent in order to use the Asset Management function? Thanks!
[X] Don't show login details again
Afternoon everyone. Quick question. How can I permanently delete this message from everyone logging into SD+? I click the X, refresh and it's back again! There has to be another setting i'm missing but where? (it's driving me crazy!) Thanks in advance. Mart
9409 bug with Scribble Pad
I just upgraded our Dev to 9409 from 9403. Tested our Scribble Pad. Found an issue. Added some random text to the pad. Closed and saved. I can open and my text is still there but if I try to edit and/or close the window closes but I get a pop up "Internal Error" red box that disappears in about 8 seconds. If I re-open Scribble Pad, text has not changed. Screen shot of error. Please advise
Write to table directly for picklist values
We created a picklist field and had over 3000 values added to it (its a list of customers). When i created this initially, i used the GUI to build the table and add a value to lookup against, then i wrote directly to the database table to add new customers. We are able to use these values in requests. When i have tried to add new customers this same way since, i see the values in the incident-additional fields views, but they do not display at all in the request templates. Anyone have any success
Windows 10 - assets - version number
Hello, Is it possible to use the assets to display the version number of Windows 10? 1703, 1709, 1803? After all, there is also a column version in the Software tab. Only the operating system has no information. Is there an update for this? When is this expected?
View all Open/Not Resolved tickets with Powershell
Are their any examples of how to pull all open/not resolved tickets with powershell/REST API? I can find a lot of examples on how to pull individual tickets with a known request ID...but I would like to pull up ALL tickets. I could also do this myself if there is a way to query all request ID's... Any help or examples would be greatly appreciated
ManageEngine SD Professional
Hi, I'm seeking help for the following issue: I've bought a SDP Plus Prof perpetual license, manage engine is running smoothly for several years after the disk ran low and everything stopped. Could anyone help me regarding this matter? Thanks!
Admin Lockout
Hi We are currently locked out of the admin function of Servicedesk plus. Can you please send me the admin reset instructions? Thanks Jason
Reporting Opened versus Closed Servivce Requests
I am looking for a query/report to pull both the Opened and Closed Service Requests for a specific time period in one query/report. I want to be able to see the number of SRs that come in and compare it to the number of SRs being closed in one report to show my management. Thanks, ~ BD88
Email fetching, emails are coming through as string text
Emails are coming through as string text rather than a html email, how do I resolve this?
Editing Asset Product List
Somebody try this that uses single sign on. Goto Admin, asset management,, products and try to edit an existing product. Gets a fail popup related to SSO. This is why SDP is getting extremely frustrating to work with. Its so bug ridden is making it difficult to justify staying with this product.
Share Request using custom trigger overwrites existing shares
Hi, I've created a powershell script that takes the mail address typed in the Cc field, and shares the request with this person. This works fine as long as the tech/user only types one mail address in the field. When we type e.g. 3 addresses in the Cc field separated by "," the script works, but adds the shares one at a time. And each time the existing share is deleted. So if the Cc field consists of: user1@domain.com, user2@domain.com, user3@domain.com the following happens: 1) Request is shared
Query Report for Last Update Date and Time
Hi Team, I want to achieve a report and that needs to be scheduled. Below is my requirement. I want to generate a report if any 'Open' and 'On Hold' tickets are not updated for 3 days to an email ID & distribution list. Let me know if any clarifications needed. My existing ticket number # 8212262. Thanks & regards, Ramachandran K
How to Change the Date Format showed as "dd.MM.yyyy HH:mm" Postgresql
Hi, Thanks in advance for your help :) , we would like to change the date format showed in the reports as follows: "dd.MM.yyyy HH:mm" we have the install under Postgresql We found the following sql statement but i dont now how execute it: update globalconfig set paramvalue='.yyyy HH:dd.MMmm' where parameter='TIME_FORMAT'; Thanks a lot again! Best regards, Mario Juarez.
Trash does not delete
Trash does not empty automatically every 24 hours as stated. We have over 200000 tickets sitting in trash.
accesspermission.xml setting
Hi, after the installation of build 9400 I can't find the AccessPermission.xml file that, in previous versions, was located in the Manageengine>Servidesk>Server>default>conf directory. In the SDP build previously installed (9334) , there were the possibility to further align the permission provisions provided by the roles setting module, adding some line of code in “accesspermmission.xml” file. Something that I have managed to do adding under <!-- URL for SDAdmin alone --> heading the following
Scripting and Category Changes
Is there a way move incident categories tickets en masse as a group with a script of some sort? And generally, is there a tutorial for scripting in SDPlus? or even just some examples?
Missing Project tab after upgrading to 9409
Since upgrading to 9409 today I have now lost the project tab.
SDP service not starting after reboot
Just rebooted my server, and the service wont come up. this is what i see in the logs. 19:46:11:447]|[05-29-2018]|[SYSERR]|[INFO]|[1]: java.lang.Exception: Exception while initializing DB.| [19:46:11:447]|[05-29-2018]|[SYSERR]|[INFO]|[1]: at com.adventnet.persistence.PersistenceInitializer.initializeDBAndPers(PersistenceInitializer.java:353)| [19:46:11:447]|[05-29-2018]|[SYSERR]|[INFO]|[1]: at com.adventnet.persistence.PersistenceInitializer.initialize(PersistenceInitializer.java:327)| [19:46:11:447]|[05-29-2018]|[SYSERR]|[INFO]|[1]:
On behalf of
I have ran the query on the database to enable to the option to allow a user to submit a ticket on behalf of another user. However, I do not see anywhere in service desk plus where it has been enabled.
file attachment
hi. I did update to the latest version. when I try to add a file to a custom configuration item, it seems that the upload of the file goes well. But when I try to open the file afterwards I get a file not found error. And when I try to delete the file attachment on the configuration item, I am not allowed to do so. Please advice. Thanks. Best regards Thomas
issues with 9409 yet?
So far I've had some type of issue with every build of 9.4, some fairly major that we missed during testing. Is anyone using testing 9409 and come across any issues yet?
Every site with his own default incident template
Hi, I'm using SDP 9409 and I configured 2 sites and 2 templates. I need that every site have his own default template: Site1 -> Default template: Template1 Site2 -> Default template: Template2 Is it possible to do? If not, it should be a very usefull feature! Best regards, S.
Issue with Mail Fetching stopping
There were two cases since we upgraded to 9404 where mail fetching has stopped for some reason. It seems to happen after the application sits over night - we come back in in the morning and there are no emails being pulled. It's hard to tell in the logs when this happens since the logs are normally overwritten themselves by the time we get in, and none of the logs are referencing mail fetching like they normally do when fetching is running.
Upgraded to 9409
HI, I upgraded to 9409 and now technicians cannot see the support group they are members off. Only All My groups. Any advise?
Technican schedule
When a technician is marked out of the office using the scheduler. Is it possible that any replies to the service desk tickets are assigned to the backup technician? If not when is the feature likely to be released? Thanks
Problem with the email setup
Hello, I am testing ServiceDesk Plus, I have a problem with the email setup: Error: Email Settings saved successfully. Could not find valid certification path to the requested destination, therefore please set up to implement Trusted Security Certificate/Self Signed Please your help with error message, Thanks Erick Gamboa
Active Directory authentication on a Linux machine
Dear all, Just noted that I cannot enable Active Directory authentication for Service Desk installed on a Linux machine. How can I go about enabling this authentication? Will appreciate any insights on this. Check attached snapshot. Regards, Davis Onsakia
Service Desk v9.3 Duplicate Requests being created
We have very recently been having an issue that when one of the Technicians are copied on an email that becomes a request in the system, a duplicate request is created. The same doesn't happen when a user is copied on the email. I have removed all of the notifications and business rules but it is still happening. Has anyone else had this problem?
How can we add port 8080 to Survey Link?
Hi Team, When we insert $SurveyLink to Insert Link, it pops -up this link https://servicedesk.homecredit.vn/sd/SurveyDetails.sd?surveyData=d9df589e578814b60338ce90705fab091565065b and user can not read that link, it appears 404 not found page. So we would like to have 8080 port and delete s character at http on the link such as: http://servicedesk.homecredit.vn:8080/sd/SurveyDetails.sd?surveyData=d9df589e578814b60338ce90705fab091565065b whereas our customer can see survey. Could you please advise
ServiceDesk Plus 9409 Released
Dear Users, SDP 9409 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues fixed in 9409 SD-71092 : An inappropriate message is displayed when a technician (with permission to view the group requests) reassigns a request to a different group. SD-70972 : In some scenarios, a few business rules and custom triggers couldn't be accessed or executed. Also, the dashboard isn't loaded for some technicians. SD-70978 : Non-login
API for Logged in Users
Is there an API call that I can use to get the amount of current logged in users Techs + Requestors?
API - Json query regarding Resource
How do you right the below in XML body in Json <resources> <resource> <title>System Requirements</title> <parameter> <name>Choose the desktop model</name> <value>Dell</value> </parameter> <parameter> <name>Choose the devices required</name> <value>iPhone</value> <value>Blackberry</value> </parameter> </resource> </resources>
Self Service Portal: Add File location
Where is this file located when we upload it to the Requester's view? We uploaded a custom css file and it worked, a few minutes later it displayed a 404 error on the portal. We had to republish the file to make it re-appear. We're trying to ensure this doesn't happen in our Production instance and best way to resolve it:
License Expired
Hi our license expired and I can not open the app. How can I renew our license?
require manager of the requestor to act as approver for submission stage?
I'm not sure if this has been asked but how can I configure a change workflow using the roles assignments to require manager of the requestor to act as approver for submission stage?
SLA:s for incidents
Hi experts! How do i set an SLA for incoming incident? That is, i want the "dueby date" filed to get a value automatically according to an SLA. This is easy in service requests, but i cant find how to do it in the incident templates..... Please help this n00b....
Problem Management
Is there a way to directly convert the incident request to problem request rather than associating it? My second question is, if an incident is associated with problem request will the SLA be removed?
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